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EatClub is one of Australia's fastest-growing consumer technology companies connecting 3M+ diners with 10,000 restaurants across 18 cities. Co-founded by Marco Pierre White, the company is expanding internationally and building a category-defining dining platform.
As Head of Retention, you will own the strategy to turn first-time diners into regulars, grow repeat transaction frequency, and increase long-term customer value across Australia, the UK, and New Zealand. You will lead an established lifecycle team and shape the systems, experiments, and product experiences driving the next stage of growth.
This role goes beyond traditional CRM and email marketing. You'll diagnose root problems—whether they're onboarding experiences, incentive structures, restaurant discovery, loyalty mechanics, or entirely new experiments—and mobilize cross-functional teams to deliver measurable impact.
Key responsibilities include:
- Setting global retention strategy across early repeat, habit formation, transaction frequency, reactivation, and lifetime value
- Identifying the biggest opportunities in customer cohorts and behavior, prioritizing ruthlessly, and translating insights into a focused roadmap
- Building a high-tempo experimentation program with clear hypotheses, appropriate controls, and decisions grounded in incremental value
- Shaping how loyalty programs, Dining Credit, Caviar Reserve, referrals, and incentives change behavior while protecting customer economics
- Partnering deeply with Product, Data, Finance, Acquisition, and Commercial teams to improve experiences and address root causes
- Leading two Lifecycle Marketing Managers, raising the quality, speed, automation, and effectiveness of the customer engagement engine
You'll join a business with a loved product, meaningful consumer scale, and international ambition. The foundations are in place; this role offers genuine ownership to build something that compounds.
REQUIREMENTS:
- Track record owning meaningful retention, engagement, or customer growth outcomes in a scaled consumer business, with measurable, explainable impact
- Strong strategic and analytical thinking: understanding of cohorts, experimentation, incrementality, customer economics, and the difference between activity and real growth
- Product-led instincts—knowing when a campaign is the answer versus when a customer experience, supply, or product problem needs fixing
- Commercial confidence with incentives and trade-offs; ability to defend investment decisions with senior leaders
- High standards, pace, and ownership; ability to move through ambiguity, make decisions with imperfect information, and bring others along
- Ability to coach and develop great marketers, set clear accountability, and scale a function without becoming its bottleneck
- Experience in high-frequency apps, marketplaces, delivery, mobility, loyalty, fintech, or subscription businesses is valuable but not required; the company prioritizes scale of thinking and demonstrated achievement over perfect title or background
